Shipping & Delivery Policy

Effective Date: 15 August 2026 | Last Updated: 15 August 2026

1. Introduction

This Shipping & Delivery Policy explains how orders placed through the MINLAP marketplace are processed, prepared, dispatched, tracked and delivered.

MINLAP operates a technology-enabled marketplace connecting customers with participating vendors and delivery partners.

By placing an order through MINLAP, you agree to this Shipping & Delivery Policy together with the MINLAP:

• Terms of Service;
• Privacy Policy;
• Payment Policy; and
• Return & Exchange Policy.

2. Our Delivery Model

MINLAP operates through a marketplace delivery model.

The general order journey is:
Customer → MINLAP → Vendor → Delivery Partner → Customer

Depending on the order and location:

• Customer places an order through MINLAP.
• Payment is completed online.
• The order is confirmed.
• The relevant vendor prepares and packages the order.
• A delivery partner/rider may be assigned.
• The delivery partner collects the order from the vendor.
• The order is transported to the customer's delivery address.
• The order is delivered to the customer.

The exact process may vary depending on the vendor, product, location and operational requirements.

3. Serviceable Locations

MINLAP delivers only to locations that are serviceable at the time of ordering.

Serviceability may depend on:

• Customer pincode;
• Delivery distance;
• Vendor location;
• Product availability;
• Delivery partner availability;
• Local operating conditions;
• Product-specific restrictions.

A location that is currently serviceable may become temporarily unavailable due to operational circumstances.

The availability of delivery will be communicated during checkout wherever technically possible.

4. Delivery Area

MINLAP may initially operate in selected cities, towns, districts or service areas.

MINLAP may expand or modify its service area from time to time.

Delivery availability is determined by the serviceability information displayed during checkout.

5. Delivery Charges

Applicable delivery charges, if any, will be displayed before the customer completes payment.

Delivery charges may depend on:

• Delivery location;
• Distance;
• Vendor;
• Order value;
• Product characteristics;
• Delivery conditions;
• Promotional offers;
• Other operational factors.

Where a free-delivery offer applies, the applicable conditions will be displayed with the offer.

MINLAP will not intentionally impose undisclosed delivery charges after an order has been successfully placed, except where permitted by applicable law and appropriately communicated.

6. Estimated Delivery Time

MINLAP may display an estimated delivery time during checkout or after an order is placed.

Estimated delivery times may depend on:

• Vendor preparation time;
• Product availability;
• Order volume;
• Delivery distance;
• Rider availability;
• Traffic;
• Weather;
• Local conditions;
• Customer availability;
• Other operational factors.

Unless expressly stated as a guaranteed delivery commitment, an estimated delivery time is not a guaranteed delivery deadline.

7. 24-Hour Delivery

MINLAP may offer 24-hour delivery for eligible products and locations.

Where 24-hour delivery is offered, it may be subject to:

• Serviceable pincode;
• Product availability;
• Vendor operating hours;
• Successful online payment;
• Vendor preparation;
• Delivery partner availability;
• Customer availability;
• Normal operating conditions.

24-hour delivery does not necessarily mean delivery at a specific time of day.

If a specific delivery time is guaranteed for a particular order, the applicable guarantee will be separately communicated.

8. Order Processing

After successful payment, MINLAP may process the order for fulfilment.

Order processing may involve:

• Payment verification;
• Order confirmation;
• Vendor notification;
• Product preparation;
• Packaging;
• Rider assignment;
• Pickup;
• Delivery.

The time required for processing may vary between vendors and products.

9. Vendor Preparation

The applicable vendor is generally responsible for preparing and packaging the product before handing it to the delivery partner.

Vendor preparation time may vary depending on:

• Product type;
• Quantity;
• Vendor operating hours;
• Inventory;
• Order volume;
• Customization;
• Packaging requirements.

Delays caused by vendor preparation may affect the estimated delivery time.

10. Packaging

Vendors are responsible for appropriately packaging products before handing them over for delivery.

Packaging requirements may vary depending on the product.

MINLAP may establish packaging standards for participating vendors and may take reasonable measures where packaging issues are identified.

11. Delivery Partners

MINLAP may use independent delivery partners/riders to facilitate delivery.

Delivery partners may be responsible for:

• Collecting the order;
• Transporting the order;
• Following reasonable delivery instructions;
• Contacting the customer where necessary;
• Completing delivery confirmation.

Delivery partners may operate independently or through third-party logistics providers, depending on MINLAP's operating model.

12. Delivery Tracking

Where tracking is available, customers may track their order through the MINLAP website or application.

Order statuses may include:

• Order placed;
• Payment confirmed;
• Order confirmed;
• Preparing;
• Packed;
• Rider assigned;
• Picked up;
• Out for delivery;
• Delivered;
• Cancelled.

Tracking information may occasionally be delayed because of technical or operational limitations.

13. Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

The customer should provide:

• Recipient name;
• House/building information;
• Street/locality;
• City/town;
• State;
• Pincode;
• Mobile number;
• Landmark where necessary;
• Additional delivery instructions where available.

An incorrect or incomplete address may result in delivery delays or failed delivery.

14. Changing the Delivery Address

Customers should verify their delivery address before completing payment.

After an order has been placed, changing the delivery address may not always be possible.

If you need to change your address, contact MINLAP support as soon as possible.

Phone: +91 8353944900
Email: support@minlap.com

MINLAP will determine whether the change can be accommodated based on the order status, vendor, delivery partner and serviceability of the new location.

15. Customer Availability

Customers should make reasonable efforts to be available at the delivery address when the order is expected to arrive.

The customer may need to:

• Receive the package;
• Provide an OTP where applicable;
• Confirm delivery;
• Provide reasonable access to the delivery location.

16. Delivery Attempts

Where a delivery partner is unable to complete delivery, MINLAP may attempt to contact the customer.

A delivery attempt may fail because:

• Customer is unavailable;
• Customer cannot be contacted;
• Address is incorrect;
• Delivery location cannot be accessed;
• Customer refuses the order;
• Delivery partner cannot safely complete delivery;
• Other operational circumstances.

Where practical, MINLAP may arrange another delivery attempt.

17. Failed Delivery Due to Incorrect Address

If delivery fails because the customer provided an incorrect or incomplete address, MINLAP may:

• Contact the customer;
• Attempt to correct the address;
• Arrange another delivery attempt where possible;
• Return the product to the vendor where necessary.

Any refund or additional delivery consequences will depend on the circumstances and applicable policy.

18. Failed Delivery Due to Customer Unavailability

If a customer is unavailable and cannot be reached, the delivery partner may mark the delivery as unsuccessful.

MINLAP may attempt another delivery where operationally possible.

Repeated failed attempts may result in the order being returned to the vendor.

Any applicable refund will be determined according to the MINLAP Payment Policy, Return & Exchange Policy and applicable law.

19. Customer Refusal

Customers should not refuse a correctly delivered order without a valid reason.

Where an order is refused, MINLAP may review:

• Reason for refusal;
• Order status;
• Product condition;
• Delivery status;
• Applicable cancellation/return rights.

A customer will not lose any statutory right merely because of this provision.

20. Delivery Confirmation

MINLAP may use reasonable methods to confirm delivery, including:

• Customer confirmation;
• OTP;
• Rider confirmation;
• Delivery photograph where applicable;
• Digital delivery record;
• Other reasonable delivery evidence.

Customers should not share delivery OTPs until the order has actually been delivered.

21. Order Tracking and Notifications

MINLAP may provide order notifications through:

• Mobile application;
• SMS;
• Email;
• Push notifications;
• Other available communication methods.

Notifications may include:

• Order confirmation;
• Payment confirmation;
• Packing status;
• Rider assignment;
• Out-for-delivery notification;
• Delivery confirmation;
• Cancellation;
• Refund information.

22. Delivery Delays

MINLAP endeavours to deliver orders within the estimated delivery period.

However, delays may occur because of:

• Vendor delays;
• High order volumes;
• Traffic;
• Weather;
• Road conditions;
• Rider availability;
• Technical issues;
• Public restrictions;
• Local events;
• Incorrect address;
• Customer unavailability;
• Force majeure circumstances.

Where a material delay occurs, MINLAP may provide an updated status where reasonably possible.

23. Delayed Orders

If your order is significantly delayed, you may contact MINLAP support.

Phone: +91 8353944900
Email: support@minlap.com

MINLAP may investigate the status with the relevant vendor or delivery partner.

Depending on the circumstances, MINLAP may:

• Provide an updated delivery estimate;
• Continue fulfilment;
• Cancel the order where cancellation is operationally possible;
• Process a refund where applicable.

24. Lost or Missing Orders

If an order is marked delivered but you have not received it, contact MINLAP as soon as possible.

MINLAP may investigate using:

• Rider information;
• Delivery records;
• OTP confirmation;
• Delivery photographs;
• Location information;
• Customer communications;
• Vendor records.

Where the investigation establishes that the order was not properly delivered, MINLAP may provide an appropriate remedy in accordance with applicable law and policy.

25. Damaged Packages

Customers should inspect the package at delivery where reasonably possible.

If the package appears visibly damaged, customers should:

• Photograph the package;
• Photograph the shipping label;
• Photograph the product after opening;
• Contact MINLAP promptly;
• Retain the packaging.

Damage-related claims are handled under the Return & Exchange Policy.

26. Wrong or Missing Products

If the delivered order contains:

• A wrong product;
• A missing product;
• An incorrect quantity;
• A materially different product;

the customer should report the issue promptly.

The matter will be handled according to the MINLAP Return & Exchange Policy.

27. Multiple-Vendor Orders

Where MINLAP permits customers to purchase products from multiple vendors in a single shopping experience, products may be fulfilled separately.

Different vendors may have:

• Different preparation times;
• Different delivery charges;
• Different delivery partners;
• Different delivery estimates.

Where applicable, separate tracking information may be provided.

28. Single-Vendor Orders

Where an order contains products from a single vendor, the order will generally be prepared and dispatched together, subject to product availability and vendor operations.

29. Product-Specific Shipping Restrictions

Certain products may have special delivery requirements because of:

• Size;
• Weight;
• Fragility;
• Perishability;
• Regulatory requirements;
• Geographic restrictions;
• Transportation limitations.

Where applicable, these restrictions may be displayed before checkout.

30. Perishable Products

Perishable products may have specific delivery conditions.

Customers should be available to receive perishable products promptly.

Where a perishable product is delivered in accordance with the applicable conditions, returns may be restricted except where the product is defective, damaged, incorrect or otherwise covered by applicable law.

31. Delivery Charges for Reattempts

Where a delivery attempt fails due to customer-related circumstances, any additional delivery or reattempt charges will be applied only where permitted and appropriately disclosed.

MINLAP will not impose an undisclosed charge contrary to applicable law.

32. Delivery to Third Parties

Customers may provide a delivery address where another authorized person receives the order.

The customer is responsible for ensuring that the recipient is authorized to receive the order.

Where delivery confirmation is completed through an authorized recipient, MINLAP may treat the order as delivered.

33. Delivery to Restricted Locations

Delivery may not be possible to certain locations because of:

• Security restrictions;
• Restricted-access premises;
• Government facilities;
• Certain commercial or industrial areas;
• Safety concerns;
• Serviceability limitations.

Where possible, MINLAP may request the customer to provide an alternative accessible delivery location.

34. Public Holidays and Non-Operating Days

Delivery times may be affected by:

• Public holidays;
• Vendor holidays;
• Local closures;
• Delivery partner availability;
• Government restrictions.

Where relevant, estimated delivery information may reflect such limitations.

35. Weather and Natural Events

Severe weather, flooding, storms, extreme heat, road closures or other natural events may cause delivery delays.

MINLAP may temporarily suspend deliveries in affected areas where necessary for customer, vendor or rider safety.

36. Force Majeure

MINLAP will not be responsible for delivery delays or failures caused by circumstances beyond reasonable control.

Such circumstances may include:

• Natural disasters;
• Floods;
• Earthquakes;
• Fire;
• Severe weather;
• War;
• Civil unrest;
• Government restrictions;
• Strikes;
• Epidemics or pandemics;
• Road closures;
• Infrastructure failures;
• Telecommunications failures;
• Cybersecurity incidents;
• Third-party service failures.

MINLAP will take reasonable steps to resume delivery services when practicable.

37. Delivery and Cancellation

If an order is cancelled before delivery, any applicable refund will be processed according to the MINLAP Payment Policy.

If an order has already been dispatched, cancellation may not always be possible.

In such cases, the customer may need to follow the applicable Return & Exchange Policy.

38. Delivery and Returns

Shipping and delivery issues may result in a return, replacement or refund request.

Examples include:

• Damaged product;
• Incorrect product;
• Missing product;
• Product materially different from the order.

Such requests are handled according to the MINLAP Return & Exchange Policy.

39. Delivery and Refunds

Where an order cannot be delivered and a refund is applicable, the refund will be handled under the MINLAP Payment Policy.

Refund processing time may depend on the applicable payment provider, bank, card issuer, UPI provider or other financial institution.

40. Customer Safety

Customers should take reasonable precautions when receiving deliveries.

Customers should:

• Verify the order where appropriate;
• Avoid sharing payment credentials;
• Never share UPI PINs or card PINs;
• Share delivery OTPs only when appropriate;
• Report suspicious behaviour to MINLAP;
• Avoid making payments directly to delivery partners unless expressly authorized by MINLAP.

MINLAP currently operates an online-payment model and does not require customers to make unauthorized cash payments to riders.

41. Delivery Partner Safety

MINLAP expects delivery partners to follow applicable laws and reasonable safety requirements.

A delivery partner may refuse or delay a delivery where completing the delivery would create a serious safety risk.

MINLAP may investigate delivery complaints involving delivery partners.

42. Proof of Delivery

MINLAP may maintain delivery records for operational, customer-support, fraud-prevention and legal purposes.

These records may include:

• Delivery time;
• Rider information;
• Order status;
• OTP confirmation;
• Delivery location information;
• Photographs where applicable;
• Customer confirmation.

Such information will be handled according to the MINLAP Privacy Policy.

43. Shipping Information and Privacy

Information required to deliver an order may be shared with:

• Relevant vendor;
• Assigned delivery partner;
• Logistics service provider;
• Customer support personnel;
• Technology providers involved in delivery.

MINLAP aims to share only information reasonably necessary for delivery.

For more information, see the MINLAP Privacy Policy.

44. Contact for Delivery Issues

For delivery-related assistance:

Customer Support
Phone: +91 8353944900
Email: support@minlap.com

Customers should provide:

• Order ID;
• Registered mobile number;
• Delivery address;
• Description of the issue;
• Supporting photographs or information where applicable.

45. Grievance Redressal

For unresolved shipping or delivery complaints, customers may contact:

Grievance Officer
Name: Roshan Kumar
Designation: Grievance Officer
Company: Roxonic Private Limited
Brand: MINLAP
Phone: +91 8353944900
Email: support@minlap.com

MINLAP will endeavour to acknowledge and address grievances within the timelines prescribed by applicable law.

46. Changes to This Shipping Policy

MINLAP may update this Shipping & Delivery Policy from time to time due to:

• Changes in delivery operations;
• New delivery partners;
• Changes in service areas;
• Changes in delivery charges;
• Changes in technology;
• Changes in applicable law;
• Operational requirements.

The latest version will be published on the MINLAP website.

The Last Updated date at the top of this policy indicates the latest revision.

47. Applicable Law

This Shipping & Delivery Policy is governed by applicable laws of India.

Nothing in this policy is intended to exclude, restrict or waive any consumer right or statutory remedy that cannot legally be excluded.

48. Contact Us

For questions regarding shipping and delivery:

Roxonic Private Limited
Brand: MINLAP
CIN: U62090JH2025PTC025912
Phone: +91 8353944900
Email: support@minlap.com

Grievance Officer
Roshan Kumar
Email: support@minlap.com
Phone: +91 8353944900

49. Quick Delivery Summary

Before Ordering

• Confirm your delivery address.
• Check whether your pincode is serviceable.
• Review the estimated delivery time.
• Review applicable delivery charges.
• Check product-specific delivery information.

After Ordering

• Monitor your order through MINLAP.
• Keep your phone available.
• Ensure someone is available to receive the order.
• Do not share delivery OTPs before receiving the order.
• Inspect the package after delivery.

If There Is a Problem

Contact MINLAP promptly for:

• Delayed delivery;
• Failed delivery;
• Missing order;
• Damaged package;
• Incorrect product;
• Missing product;
• Delivery-related concerns.

Support: +91 8353944900
Email: support@minlap.com